Atlantis The Palm
Operations Manager – Reservations & Call Center
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 19/04/2026
Job overview
Date posted
05/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
19/04/2026
Job description
The Operations Manager for Reservations & Call Center at Atlantis, The Palm leads the end-to-end performance of the resort’s reservations and call center operations. This role ensures operational efficiency, exceptional guest experience, and revenue optimization through strategic oversight of people, processes, systems, and quality standards. The position partners with the Director of Reservations & Call Center to implement operational improvements, manage KPIs, and deliver seamless service across multiple channels.
Required skills
Reservations management and call center operations
Luxury hospitality standards and guest experience management
Workforce planning, scheduling, and team leadership
KPI monitoring, reporting, and performance analysis
Revenue optimization and yield management
CRM and reservations systems proficiency
Process improvement and quality assurance
Cross-functional collaboration and stakeholder engagement
Data-driven decision-making and operational analytics
Training, coaching, and team development
Change management and operational problem-solving
Excellent communication and interpersonal skills
Key responsibilities
- Oversee daily operations of reservations and call center teams, ensuring consistent delivery of luxury guest experiences.
- Develop and implement strategies to optimize revenue, conversion rates, and call center efficiency.
- Monitor KPIs, performance metrics, and reporting to drive continuous improvement.
- Plan workforce schedules and manage staffing levels to meet operational demands.
- Provide leadership, coaching, and mentoring to team members to develop high-performing teams.
- Collaborate with internal departments and stakeholders to ensure seamless guest service and operational alignment.
- Manage technology systems, reservations platforms, and CRM tools to maximize productivity and guest satisfaction.
- Support Forbes compliance, quality assurance, and service standard initiatives.
- Identify process improvement opportunities and implement operational enhancements.
- Participate in recruitment, onboarding, and training for new reservations and call center staff.
- Ensure adherence to luxury brand standards, policies, and procedures.
Experience & skills
- Minimum 7 years of experience in reservations, call center, or hotel operations management, preferably in luxury hospitality.
- Proven leadership experience with ability to manage large teams effectively.
- Strong operational, analytical, and organizational skills.
- Expertise in reservations systems, CRM platforms, and call center technology.
- Ability to monitor and improve KPIs, revenue metrics, and service quality.
- Excellent communication, interpersonal, and stakeholder management skills.
- Results-driven mindset with strong problem-solving and decision-making capabilities.
- Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
- Experience in multi-channel reservation environments is highly desirable.
- Knowledge of luxury resort operations, Forbes standards, and high-touch guest service expectations.